Locked out from Online Banking - here's what to do
If you get locked out from online banking or need a temporary security number, it is possible to reset your access yourself online.
If you have blocked either your password or security number and are using a recognised device, simply click on ‘forgotten password or security number’. You will then be asked for your personal information and to answer some security questions.
Once completed, a temporary security number will be text to your mobile. Please enter this when prompted and you will then be able to reset your security information and access your Online Banking.
If you have blocked either your password or security number but are using an unrecognised device, then you will need to contact us to request a temporary security number.
call the Online Helpdesk on 0345 300 3511 (open 24 hours a day) who will be able to text this to you
send a private message via Your Community to our private CET account and we can arrange for a temporary security number to posted to you within 3 - 5 working days
message us via our social media channels Facebook Messenger or Twitter and we can arrange for a temporary security number to be posted to you within 3 – 5 working days
If you are using a device that was previously recognised by us and are unsure why this has changed, this is usually because you have deleted your browsing history. We recognise a customer’s device from the cookies in your web browser and when these are cleared we are unable to do this, so you would need to register the device again.
For information on how to message our CET account, please click here.